A new opportunity, half a continent away; an exciting job, an exotic locale, a chance to make a difference for a company relatively new to the intricacies of translation. What could be better? Well, read the story of our intrepid reporter, NCTA member Danièle Heinen, to find out exactly what could have been better.

I guess I could mimic Lauren Bacall who recalled “How I went to Africa to shoot the African Queen and nearly lost my mind” and say, “How I went to Brisbane, Australia to create and run a translation department and nearly lost my mind!”

In February of 2005, a long-standing client of mine referred me to the position of translation manager for a Canadian-based mining company located in Brisbane, Australia. Inco, at the time the world’s second-largest producer of nickel, was constructing a nickel mine and processing plant on the island of New Caledonia, a French overseas territory that holds about 30% of the world’s nickel reserves.

With the Project Engineering Office in English-speaking Brisbane and the mine facilities in French-speaking New Caledonia, the need for translation services—even more, for a structure fortranslation services—was obvious. Business practices in New Caledonia follow a variety of customs and regulations, most of which are European or French in origin, and which therefore require documents in French, including work permits and visas. On the other side, the requests for translations into English came from managing engineers in Brisbane responsible for the various portions of the project; these engineers were mostly monolingual English speakers, and it was often only at the last minute that they realized a translation was needed—on topics that ranged from mechanical to electric to fire protection and more—which then compounded the urgency. Most of these engineers, obviously, had no idea of what translation entailed.

Translation? What’s that?Prior to my arrival, the translation requests were handled by a competent, yet already overworked administrative assistant who acted as translation coordinator within the Contract and Procurement Department. Although she had no experience with translation and did not know French, she nonetheless developed a useful translation request form and tracking worksheet. Still, hers was purely a processing role. The local translation vendors were two French women who lacked translation training, and yet who were asked to handle virtually any subject and work in both directions.

The quality of the locally delivered translations was variable and unreliable; there were also spelling and grammar mistakes, and accents missing: a case of “I didn’t know I could reconfigure my keyboard under Windows,” and blaming the Microsoft Word spellchecker. Termium was unknown, while the GDT and the use of an electronic bilingual dictionary was known by one translator only.

Reviews, both technical and linguistic, were done by the requesting department, provided there was a bilingual (French or Canadian) engineer in the department. The translations came back with a number of terminology queries, but reviewers lacked time, and so coped as best as they could, amending the translations themselves.

A low level of supportProcess problems were compounded as the technical documents went through a review cycle within the Engineering Department, where the translation requests would often be made at different steps of the process without anyone noticing that there might be only the equivalent of five to six pages of changes from one revision to the next; the entire set of documents was retranslated, sometimes by a different vendor.

In addition, the source and the target documents would sometimes be amended separately; to deal with this, a bilingual document format, with English on the left and French on the right, was designed to ensure matched text. The lack of secretarial staff that could read French, however, worked against the best intentions of this system. Problems with converting text from PDF documents further complicated things.

As if the existing process at the mining company were not difficult enough, the translation scene in Australia posed further obstacles. Translation and interpretation in Australia is mostly linked to immigration and medical concerns, not mining and engineering. AUSIT, the Australian translators association, includes members whose primary profession is not necessarily translation. NAATI, the national translation certification body, has three levels of certification, and very few translators working from English to French had reached the advanced level listed on the NAATI website; understandable, perhaps, as this was a paid listing. Finally, French is not the lead foreign language in Australia.

Digging inWhere to start? During my first trip to the country, I made a number of recommendations on procedures, looked at resumes, and interviewed people. I found one excellent professional translator with a translation degree from an institution in Belgium (but who could only work part-time), and set out to find freelance translators in the various technical fields that the project covered. In terms of tools, I decided that a translation memory tool would be in order, and also made lists of dictionaries in both paper and electronic format to order for in-house use.

Back in Canada before returning to Australia the second time for the duration of my commitment, I put a call out to ATA’s French Language Division and to NCTA to look for certified translators with technical knowledge. I also contacted professional colleagues from Canada and Europe (the time difference would be much easier to deal with from Brisbane). I also found a lone French Canadian translator who had been working in Brisbane—and who had connections with New Caledonia and mining for some years—and was very knowledgeable about various translation tools. My final team incorporated members from California, Canada, Australia, and France: a truly international effort!

Seeds of changeOnce in Australia for good, I implemented SDLX with the use of both Elite and Professional licenses and encouraged the freelancers to use SDLX Lite to start with; some already used WordFast or Trados so we swapped TMs in TMX format. As I was far from knowledgeable about all the intricacies of SDLX (which resulted in a few nightmares!) I enlisted the help of the local translator I had found who already knew SDLX, and trained the newly hired inhouse translator/reviewer and the translator working on our HR documents. In turn, we offered training for the local freelancers.

My colleague put herself to the task of developing a TermBase, starting with an excellent glossary put together independently by some of the Canadian and French engineers. We also installed various electronic dictionaries and a French spell and grammar checker as standard tools for inhouse use. We also researched and purchased various software programs to deal with the PDF issues, all the while arguing for the need for native source files.

Administratively, we redesigned the translation request form and tracking spreadsheet, allocated a sequential number for each request, insisted on the need to nominate a native speaker for each translation request to review the translation from a technical point of view, and initiated searches for possible existing translations before assigning any work. Those searches—and the building of libraries from what we found—turned out to be extremely time-consuming, as there was no reliable archiving system of the matching source and target files. Eventually we started building translation memories, which were still quite rough because there was no manpower to do much review of the texts we decided to process. We deemed a number of them unusable and had to discard them.

The final tally
There were other issues: procedures that someone else had to establish and implement as I had my plate full; the impossibility of planning the workload as there never was an estimate of the number of documents that would require translation; the inability to find another professionally trained inhouse full-time translator (our normal working week was 45 hours); the need to deal with new types of documents for translation, as often is the case when a new translation department is established; and more into-English translation than had been expected, which created the need to find more translators in other fields and in a different language direction.

Above all, the main challenge and frustration came from having to constantly educate our internal clients as to the translation process, explaining that we were, like the engineers, university trained, and that a mistranslated document could pose huge risks.

Like Lauren Bacall, I almost lost my mind. But I survived, and the new system we put in place is now humming along—thanks mostly to my first colleague and the good people who have followed.

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